Job role
The Help Desk Assistant role supports day-to-day technology needs for local users, office systems, endpoint access, and basic service requests. This opening is based in Kodad and is designed for someone who can communicate patiently, document carefully, and help users move through technology issues without confusion. The role works closely with cybersecurity-aware support practices, so every ticket should be handled with accuracy, confidentiality, and clean escalation.
Role responsibilities
- Work five days a week during the local 8:00 AM to 5:00 PM support window.
- Receive user requests through approved support channels and record accurate ticket details.
- Troubleshoot common desktop, laptop, browser, printer, Wi-Fi, and office application issues.
- Help users with basic account access, password reset coordination, and login troubleshooting.
- Escalate suspicious account, malware, phishing, or device behavior to the security team.
- Document every ticket with the issue, actions taken, current status, and next step.
- Support onboarding and offboarding checklists for devices, accounts, and access requests.
- Assist with hardware inventory, device handover, basic asset tracking, and peripheral checks.
- Guide users through safe technology practices without collecting unnecessary sensitive data.
- Coordinate with remote technical teams when issues require deeper infrastructure support.
- Perform basic network checks such as cable, Wi-Fi, IP, DNS, and connectivity validation.
- Support meeting-room, workstation, and common office technology readiness.
- Follow AGNIR escalation procedures for security, access, outage, and urgent incidents.
- Maintain clear internal notes, recurring issue patterns, and simple support documentation.
- Treat user information, credentials, and business data with confidentiality and care.
Basic qualifications
- Associate degree, three-year degree, bachelor's degree, or equivalent technical qualification.
- Foundational understanding of Windows, browsers, internet access, and office productivity tools.
- Basic knowledge of networking concepts such as IP address, Wi-Fi, DNS, router, and switch.
- Good spoken and written communication skills for helping non-technical users.
- Ability to organize tickets, notes, follow-ups, and escalation details accurately.
- Comfort working on-site in Kodad during the required support schedule.
- Interest in cybersecurity-aware support, safe access handling, and user protection.
- Willingness to learn AGNIR tools, procedures, documentation standards, and escalation paths.
